Problem determination method, system and program product

Abstract

A problem determination method, system and program product are provided. Specifically, the present invention identifies problems with software programs by inserting compiled problem determination probes into program classes while the computer system on which the program is loaded is running. Once the probes have been inserted, the classes will be run and trace data will be generated. The trace data can be retrieved and analyzed to identify and address the problem. When the probes are no longer needed, they can be removed while the computer system continues to run.

Description

BACKGROUND OF THE INVENTION[0001]1. Field of the Invention[0002]The present invention generally relates to a problem determination method, system and program product. Specifically, the present invention allows problem determination probes to be inserted into program classes of a running object-oriented runtime environment under the direction of a dynamic work flow derived from a collection of on-line knowledge bases.[0003]2. Background Art[0004]In the production of software, problem determination is the process of identifying the cause of either a system failure or the cause of a system not behaving as expected. Typically, problem determination results in the finding of a configuration error, an improper use of an application programming interface, a product defect, or some other root cause. There have been numerous advances in problem determination for the situation where the software is still being run on a platform under the control of the software producer. In these environments...

AI Technical Summary

Problems solved by technology

Typically, problem determination results in the finding of a configuration error, an improper use of an application programming interface, a product defect, or some other root cause.

Unfortunately, very little progress has been made in problem determination when a shipped software product has been installed in a production environment at a customer's site.

Problem determination in this situation (e.g., known as troubleshooting) becomes especially difficult when a failure occurs in a customer business process that involves multiple products.

This difficulty exists even if several of the products come from the same software provider.

However, such administrators traditionally have a poor communications channel with the product support personnel as well as an ill-defined process for reaching a successful conclusion of eliminating the failure.

In actuality, failures more often result from misleading documentation, improper configuration, improper installation, unidentified dependencies, or the flow of work between products.

Moreover, the service personnel are typically limited in their response to using the problem determination capabilities built into the product by its development team.

These capabilities consist of the product development support originally built into the product, which often are limited to trace levels of support with a few levels of generic controls.

This can lead to generation of large volumes of output and consumption of so many resources that the customer must schedule capture of the requested information in non-prime time hours.

This arrangement has met with much resistance from customers who view this capability as a security problem.

Specifically, many customers are concerned that they are unable to control the flow of information and fear that business information may be unnecessarily disclosed during the diagnostic process.

Such activities not only lengthen the resolution, but also often mask the problem.

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